Can’t Back Up or Restore Chat History

Can’t Back Up or Restore Chat History

If you are unable to create or restore a chat backup, follow the troubleshooting steps below.

Note: Arattai does not store your chat history on its servers. Your backups are stored on your device or in your cloud account, so Arattai cannot restore chats directly.

Backup Gets Stuck  

If your backup gets stuck while creating or restoring, try the steps below.
Android
iOS
Android
  • Restart your device.
  • Log out and log back into your Google account.
  • Turn Wi-Fi off and on, or try using mobile data.
  • Ensure your device has enough available storage.
  • Reduce the size of your backup if storage is low.
  • Ensure your device battery is fully charged or connected to a power source.
  • Close Arattai and open it again.
  • If you’re using a dual SIM device, ensure the SIM linked to your Arattai phone number is active.
  • Check if Google Play Services needs to be updated:
  • Go to Settings → Apps → Google Play Services
  • Tap App details → Update

iOS
  • Restart your device.
  • Turn Wi-Fi off and on, or try using mobile data.
  • Ensure your device and iCloud has enough storage space to create or restore the backup.
  • Ensure your device is updated to the latest iOS version.
  • Ensure Arattai is updated to the latest version.
  • Close Arattai and open it again.
  • If you’re using a dual SIM device, ensure the SIM linked to your Arattai phone number is active.
  • Ensure your device battery is fully charged or connected to a power source.




Error Messages  

If you see error messages during backup or restore, try the following steps.
Android
iOS
Android
  • Check Arattai permissions and ensure Photos and Videos permission is set to Allow.
  • Refresh Google account sync.
  • Remove and re-add your Google account.
  • Open Arattai and go to Settings → Chats
  • Tap Chat backup → Google account and add the account again.
iOS
  • Ensure iCloud Drive is enabled
  • Check that iCloud Drive access is enabled for Arattai.
  • Go to Settings → Your Name → iCloud → Saved to iCloud.
  • Ensure Arattai is enabled.
  • Ensure you are restoring chats using the same phone number or same iCloud account that were used to create the backup.

Storage and Backup Size Issues  

Backups may fail or take longer to complete if there is insufficient storage.
Android
iOS
Android
  • Ensure your device has enough available storage.
  • Ensure your Google Drive account has enough available storage.
  • Large media files such as videos can significantly increase backup size.
If storage is limited, consider excluding media files from backups, or reduce storage in Google Drive.
iOS
  • Ensure your device has enough available storage.
  • Ensure your iCloud account has enough available storage.
  • Large media files such as videos can significantly increase backup size.
Your available iCloud storage must be at least 2× the size of your backup.
If storage is limited, consider excluding media files from backups, or reduce storage in iCloud.

Encrypted or Corrupted Backups  

If you have tried all troubleshooting steps and still cannot restore your backup, the backup may be encrypted or corrupted.
Backups may become corrupted due to:
  • interruptions during the backup process
  • force closing the app while a backup is running
  • unstable internet connections
  • corrupted files or media
Android
iOS
Android
  • Ensure you are restoring the backup using the same Google account used to create it.
  • Enter the correct backup key or 64 digit recovery code.
  • Confirm the backup in Google Drive has not been replaced by a newer backup.
If your chats are still accessible on your device, create a new backup and try restoring again.
If the backup key or recovery code is lost, the encrypted backup cannot be restored.
iOS
  • Ensure you are signed in with the same iCloud account used to create the backup.
  • Enter the correct backup key or 64 digit recovery code.
  • Confirm the backup in iCloud has not been replaced by a newer backup.
If your chats are still accessible on your device, create a new backup and try restoring again.
If the backup key or recovery code is lost, the encrypted backup cannot be restored.
  
Notes

Important Notes  
  • Partial or incomplete backups can occur due to unstable internet connections, insufficient storage, or interruptions during backup.
  • Only one cloud backup is stored per account and phone number. Each new backup replaces the previous one.
  • If you restore a backup and some chats are missing, the backup file may not have contained those chats. Always create a manual backup before switching devices or reinstalling the app.

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